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(FAQ) How To Deal With The User Complain

This document provides steps for handling user complaints about a CPE's connectivity issues. It involves collecting information from the CPE like version numbers, location data, and signal quality. If issues are due to an old CPE software version, the user is told to update the CPE. If it's a coverage issue due to distance from the eNodeB or signal fluctuations, the user is informed. Network monitoring tools are used to check the channel quality and throughput to help diagnose problems. If issues persist, feedback is provided to the hardware vendor.

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mutley2202
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118 views5 pages

(FAQ) How To Deal With The User Complain

This document provides steps for handling user complaints about a CPE's connectivity issues. It involves collecting information from the CPE like version numbers, location data, and signal quality. If issues are due to an old CPE software version, the user is told to update the CPE. If it's a coverage issue due to distance from the eNodeB or signal fluctuations, the user is informed. Network monitoring tools are used to check the channel quality and throughput to help diagnose problems. If issues persist, feedback is provided to the hardware vendor.

Uploaded by

mutley2202
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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1 Collect CPE infromation

Follow those steps to confirm with the complaint user and fill in the following table
CEP VERSION Firm version Version Signal Quality IMSI

Longitude Latitude

Step 1. Connect the CPE and enter 192.168.1.1 in the browser, click Submit

Step 2. Collect information about CPE: version, Firmware Version, Signal, IMSI,

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2 User complaints handling


Based on past experiencethere are 2 main reason 1. Old software versionif the version is not 20120321_1K5QCI_4036_M0.02 or the Firmware version is not 1.02.32, the CPE needed to be changed.(Maybe CPE have new version, please check from Mobily) (For the new version have the same issue of disconnection, please feedback to HUAWEI) Solution: Tell the user to change the CPE from mobily 2. Coverage issue (1) If the distance between CPE and eNodeB is more than 1000m., CPE will always disconnect. Solution: Explain to the user, CPE is too far from site. (2) if the distance between CPE and eNodeB is more than 500mwe need to test users signal. (3) If the user in the overlap are of some sectors, the SINR will fluctuate, terminal will disconnect frequently and have low throughput.

2.1

Collect information

Follow those steps to collect information and fill in the following table
MME No. TIMS No. Site No. Cell No.

1. On the M2000, choose Maintenance->MML Command->USN and select the NE check box

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2. Run the DSP MMCTX command, and input users IMSI.

3. Collect information from the result.

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2.2

Monitor the quality of user channel

1. Create Quality of Channel Monitoring: Monitor > Signaling Trace > Signaling Trace Management > Quality of Channel Monitoring 2. Input trace name add select NE, then click next.

3. Input UEID-MME and TMSI NO., then click finish.


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4.The CQI is less than 5 or fluctuate significantly, indicating that the signal is poor.

5. Solution: Explain to the user, The CPEs location need to be change, add feedback the information to HUAWEI.

2.3

Monitors the user throughput


Let user visit http://speedtest.net/ test CPE throughput. If the speed is higher than 1.5Mbps, CPE throughput is OK, else feedback to huawei.

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